Smartling
AI-native translation platform
CustomerSuccessManager
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“Customer Success Manager at Smartling. Skills: Customer retention, Product adoption, Account planning, Trusted advisor relationships. Ensure positive customer health and retention. Ensure customers adopt and leverage Smartling solution”
What You'll Achieve.
Ensure positive customer health; Ensure customer retention; Ensure customers rapidly adopt and deeply leverage the Smartling solution; Ensure customers meet their business goals; Drive incremental value for customers; Ensure customers realize significant value from using our platform; Ensure retention, product adoption and growth; Realize the full potential of their Smartling solution; Help customer's expand their customer's use cases with Smartling; Continuously articulate the value of Smarting; Encourage adoption and expansion across the customer’s organization
Industry & Context.
Resolving problems; Anticipating future needs; Stay calm in the face of technical and/or customer challenges
Home office setup conducive for working remotely, Ability to work effectively as a remote team member, Internet connection, Quiet space, Professional (distraction and clutter-free) background
What They're Looking For.
Must Have
Minimum 3 years of experience in a B2B customer success/client services/account management role, Detail-oriented with proven ability to manage multiple customer relationships with many internal and external stakeholders, project manage, set priorities and stay organized, Experience managing contract renewals and up-sells, Experience working in a role that required you to stay calm in the face of technical and/or customer challenges, Proven ability to network and manage relationships across many different functions within a global customer organization, An aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability, Business acumen and experience leading and preparing customer presentations/meetings, including working with and manipulating data for value-driven presentations, Bachelor’s degree, A home office setup conducive for working remotely, and the ability to work effectively as a remote team member
Nice to Have
Experience with translation, localization, and internationalization processes, Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers, An understanding of modern software development processes like continuous delivery
What You'll Do.
Ensure positive customer health and retention
Ensure customers adopt and leverage Smartling solution
Meet customer business goals
Manage customer lifecycle
Develop communication cadence with customers
Assess customer requirements
Resolve customer problems
Anticipate future customer needs
Oversee customer implementation of localization best practices
Develop account planning strategy
Manage renewal process
Expand customer use cases
Lead business review meetings
Facilitate business process optimization workshops
How You'll Work.
Team & Collaboration
Partner closely with Sales, Marketing, Professional Services, and Product teams; Collaborate with other team members on account planning; Manage relationships across many different functions within a global customer organization; Work effectively and cross-functionally within all levels of management, both internally and externally
Communication Scope
Effectively communicating technical concepts
Process & Methodology
Project manage, Set priorities, Stay organized
Full Job Description
Overview Smartling is an AI-native translation platform that's redefining how the world's biggest brands go global — ranked #3 on Fast Company's Most Innovative Companies list. We're growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we've spent years building it into the core of our platform — and we're just getting started. Smartling is seeking a Customer Success Manager for a remote, work from home position, located anywhere in Ireland. As a Customer Success Manager at Smartling, your goal will be to ensure positive customer health and retention. You will be responsible for ensuring that your customers rapidly adopt and deeply leverage the Smartling solution, and meet their business goals while doing so, from on-boarding and throughout the customer lifecycle. You will partner closely with other Smartling teams such as Sales, Marketing, Professional Services, and Product to ensure customers achieve their objectives and realize significant value from using our platform. We are a fast-moving company looking for energetic candidates to grow and develop alongside us. You Will Customer Communication and Education: Develop communication cadence with your customers on product and industry updates that impact your customers’ global content activities and objectives Assess customer requirements, resolving problems, anticipating future needs, and generally serving as the customer’s voice within Smartling Oversee the customer’s implementation of localization best practices to ensure you help the customer drive incremental value and return investment Customer Retention and Growth: Develop and implement an effective account planning strategy for your book of business to ensure retention, product adoption and growth through collaboration with other team members Establish trusted advisor relationships with all major stakeholders within your assigned book of business,
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